Analista Helpdesk

 

 

Team  Information Technology Grade   Reports To  Regional Head of Business & Technology Solutions - LAC Contract Length Permanent Location [Physically based in]

 

Colombia Country Office

Time-zone [the time-zone that the role holder must be available to work in] (GMT-5) Language(s) English [Fluency in English as a minimum is required for all roles due to working in a Global team] Positions available 0

 

Team and Job Purpose

 

Team Purpose

As a Service Desk Specialist Level 2, you will serve as a key contributor to the Service Desk team by responding to all Save the Children personnel tickets submitted to the centralized Service Desk. You will triage or fulfill requests, work closely with the US IT applications teams and business teams to drive service requests, propose solutions, and track the status of service requests. This role requires collaboration with other members of the global IT team to prioritize issues and responses to tickets generated through the ITSM help desk tools (ServiceNow and JIRA).

 

Role Purpose

In addition to the responsibilities of a Level 1 Service Desk Specialist, you will assume greater accountability for advanced technical tasks, mentoring team members, and providing leadership within the team. You will proactively engage in project work, help develop user capacity, and improve team processes. Success in this role requires previous Service Desk experience, technical aptitude, and the ability to inspire and guide others.

 

 

Principal Accountabilities

 

• Advanced Ticket Management: Classify, diagnose, coordinate, and manage complex user service requirements, escalating as necessary.
• Project Support: Collaborate on IT projects, providing hands-on technical support and driving task completion within established timelines.
• Team Mentorship: Act as a mentor to new and less experienced team members, offering guidance and fostering knowledge sharing.
• Reporting and Analysis: Create and maintain service desk performance reports, including SLA/OLA compliance and root cause analysis of recurring issues.
• Technical Expertise: Provide advanced support for PC hardware and software, including imaging, configuration, and troubleshooting. Support video conferencing systems and peripherals such as printers.
• Knowledge Management: Update and maintain the knowledge base, ensuring accessible and relevant documentation for both team members and end users.
• Leadership: Strive to exemplify leadership qualities within the team, taking initiative to improve processes and outcomes.
• Onboarding/Offboarding Support: Oversee the technical aspects of employee onboarding and offboarding, ensuring a seamless transition for new hires and departing staff.
• Service Management Tools: Log, manage, and resolve service tickets using ServiceNow and JIRA while adhering to SLA/OLA requirements.

 

 

Budget N/A

 

People Management Responsibility (direct/indirect reports) None 

 

Size of Remit Multiple countries   

 

Travel Requirements

 

International travel required: None

 

Percentage of required for travel:  None

 

 

Key Relationships

 

Internal (excluding direct team and manager)

• App support team
• USA Colleagues

External

• End Users
• Vendors as needed

 

 

Competencies

 

Accountability:

• Holds self and others accountable for delivering results and role modeling Save the Children values.

Ambition:

• Sets ambitious goals, shares personal vision, and motivates others.
• Strategically and globally focused.

Collaboration:

• Builds effective relationships with team members, colleagues, and partners.
• Values diversity as a source of strength.

Creativity:

• Encourages innovative solutions and takes disciplined risks.

Integrity:

• Acts honestly and transparently with peers
• Always acts in the best interests of children 

 

 

Experience and Skills

 

Essential

1. Fluency in English (written and spoken).
2. 2-3 years of experience in a Service Desk or equivalent IT support role.
3. Proven expertise with Microsoft tools such as SharePoint and Office 365.
4. Strong networking and communication skills.
5. Demonstrated ability to mentor and support colleagues.
6. Experience with ITSM tools, including logging and resolving tickets and maintaining a knowledge base.
7. Cultural awareness and ability to work effectively in diverse, international environments.
8. Results-oriented with a focus on continuous improvement.
9. Analytical problem-solving skills for resolving complex technical issues.

Desirable:

• Familiarity with ITIL processes and certifications.
• Experience leading or managing small projects.

 

 

Education and Qualifications

 

Essential:

• Technician or technologist in systems, electronics, or related fields.
• Bachelor’s degree in systems engineering, electronics, telecommunications, or related disciplines with a focus on information technology.

Desirable:

• Relevant IT certifications (e.g., CompTIA, Microsoft Certified: Modern Desktop Administrator).

 

 

Safeguarding

 

We need to keep children and adults safe so our selection process includes rigorous background checks and reflects our commitment to the protection of children and adults from abuse.

Level 1:  A basic criminal record background (DBS) check is required/equivalent police record check. 

 

Safeguarding level descriptors:
Level 1:  A basic criminal record background (DBS) check is required/equivalent police record check.   

 

 

 

Diversity, Equity and Inclusion and Equal Opportunities 

Approved language; DO NOT EDIT

Diversity, Equity and Inclusion is core to our vision, values and global strategy. Save the Children is committed to creating a truly diverse, equitable and inclusive organisation, and one which will support us in our vision to ensure every child attains the right to survival, protection, development, and participation.  

 

We are committed to equal employment opportunities, regardless of gender, sexual orientation, race, colour, ethnic origin, nationality, disability, marital or civil partnership status, gender reassignment, pregnancy and maternity, caring or parental responsibilities, age, or beliefs and religion. We are committed to diversifying our staff to better represent the communities we serve and actively welcome underrepresented groups to apply. 

 

Reasonable adjustments will be made should any candidate invited to interview require this.   

 

 

Additional job responsibilities 

The duties and responsibilities as set out above are not exhaustive and the role holder may be required to carry out additional duties within reasonableness of their level of skills and experience.